Logística inteligente frente a los retos de la eficiencia operativa y la experiencia del cliente

Digital transformation has driven profound changes in logistics, introducing new ways to manage operations and interact with customers. In recent years, the integration of technologies such as IoT, artificial intelligence, data analytics and automation has contributed to improvements in productivity, traceability and responsiveness (Wamba et al., 2020; Deloitte, 2024). In light of these developments, this study examines how digitalization applied to smart logistics influences operational efficiency and customer experience, both of which are essential in increasingly dynamic markets. A systematic review was conducted following PRISMA guidelines, complemented by the analysis of documented cases from 2020 to 2025 involving companies that have implemented technological solutions in their logistics processes. The findings reveal reductions in operational costs, faster delivery times and greater information transparency, factors that enhance customer perception and strengthen their interaction with logistics services. Although clear benefits are observed, challenges persist, particularly those related to resistance to change, limited digital skills and budget constraints, which may slow the adoption of emerging technologies. Overall, the results show that smart logistics does not rely solely on technology; instead, it requires a balanced combination of innovation, human capabilities and management strategies that support sustainable competitiveness.